Forum Discussion

Momoffat52's avatar
Momoffat52
Just joined
26 days ago

TiVo box stuck on software update page

Hi all, new poster here.

My mum is elderly and struggling with her Virgin TV box. I went through the system info and it appears to be a TiVo one.

Yesterday when I visited, a standard Software Update overlay came up on screen with the usual “accept” or “later” options. When she clicked accept the whole system froze. The sound continued from the TV show that was on but the remote buttons all stopped working and nothing happened. Pushing back, exit, TV or Home all did nothing.

I switched off and on but it happened again within a few minutes, same issue of it freezing when the “accept” button was pushed. I did a harder switch off, turning off the machine and at the plug and leaving for a few seconds and it appeared to fix it.

Concerned it would happen again after I left I tried contacting Virgin anyway. It took me about an hour to find a way through the automated service to speak to a person but they didn’t offer any ideas except switching the machine off and on and said that after checks there were no issues with my mum’s system.

This morning it did the same thing again. She switched off and on at the wall and it’s not happened again yet today.

Any ideas what’s going on or how to fix? The box is old so I’m wondering how she gets a new one but it’s very difficult to get through to an actual person and even then it’s not the easiest issue to explain.

software
Tivo

2 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    26 days ago

    There's photos of the various boxes on https://www.virginmedia.com/care/tv-fault/which-tv-box

    On the assumption this is a TiVo - it's pretty rare for software updates to be flagged on-screen with TiVo-firmware.. they're usually pushed down in the background and/or overnight, and the box restarted while you sleep. Are you sure this was a TiVo-message, and not one from your Mum's TV set?

    If it is a TiVo, then it's now double-digit years old. There's two choices for a newer one, both use the same physical box but the software is the difference. Your Mum will need to have VM home broadband in either case.

    A V6 runs the same TiVo-software but with a few newer facilities because of the newer box. VM still support these, but are very unlikely to offer one without being specifically asked.

    A TV360 will be quite willingly offered by VM, but is fundamentally not TiVo and runs very OnDemand/online-centric software.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    22 days ago

    Hey Momoffat52, thank you for reaching out and a very warm welcome to the community, we are so sorry to hear about your TV issues.

    Let us send you a DM to look into this.